Poor Service Samsung Care Centre Riverhorse Valley

My husband took his cellphone into the Samsung Care Centre in Riverhorse Valley this morning. In the past we have only had exceptional service, until today. What terrible service he received. The cellphone needs a new screen and charging pin. I specifically called them a few days ago to find out what needed to be done from our side so that they can give us a quote for insurance purposes. I was told by the technical rep that my husband just had to bring the phone in, leave it with him for 1 or 2 hours and then they would issue us with a report and a quote to submit to our insurance. Sounds easy enough... Today hubby took his phone in and was treated with such poor service from the minute he stepped through the door. He was also told that he had to pay R300 for the inspection and quote, which was not told to us over the phone. It was then also told to him that he needs to leave his phone there for 2 days, with no option of a back up phone. He runs his own business and no once can afford to be without communication for two days. I then spoke to the Supervisor, Lesley, who was not accommodating at all, had an attitude and basically said they can't help us if we don't leave the phone, even though we were told something completely different when we queried what needed to be done. So now I ask you, how are we supposed to get the quote for the insurance to fix the phone and proceed with life ,.... it seems that once you have a Samsung product the after sale service and assistance is non existent and the attitude by the staff is that they don't really want to assist at all.